Operational Quality Associate - US Voice Process

Basic Function

The Operational Quality Associate is responsible for the quality assurance and training of the Hagerstown and Glendale service teams and also 3rd party international service providers EXL and SPI. Additional responsibilities include creating and maintaining training and knowledge reference material used by all service teams and participating in reoccurring meetings about the products and processes that Wolters Kluwer offers and follows to ensure information is communicated effectively through all relevant channels.

Essential Duties and Responsibilities

• Audit representative samples against existing QA guidelines to assess the accuracy of information and actions and analyze results to uncover areas of opportunity for improvement.

• Analyze call trends through call listening to uncover customer concerns that drive the business and work with internal departments to develop solutions to improve the customer experience.

• Adhere to assigned work schedule and able to adjust days and hours of schedule as needed to accommodate training and quality review.

• Adhere to the critical monthly quality review deadline by having all scorecards created and sent to management for review by the end of each month.

• Create, update, and remove training highlights as assigned/needed in Knowledge, Chatter, and Spekit.

• Lead calibration meetings with key stakeholders to develop excellence in Quality Assurance evaluation assessments across the enterprise.

• Participate on project teams to provide input surrounding training and quality perspective

• Perform investigations to locate facts concerning Wolter Kluwer products and processes

• Perform quality reviews as assigned/needed for the Hagerstown, EXL, Glendale, and SPI teams.

• Provide specialized training as assigned/needed for the Hagerstown, EXL, Glendale, SPI, and other Wolters Kluwer teams in person or through an electronic platform.

• Work toward building the knowledge available to all representatives to improve the customer experience.

Job Qualifications

Education: 

• Bachelor’s Degree

Experience:

• Two years’ experience with Call Center Quality Assurance is preferred.

• At least four years of experience working in a call center environment is required.

• Exposure to telephony concepts and voice recording workflow (Avaya or Genesys)

• Process improvement and change management experience is preferred.

• Teaching of product and process concepts to other employees.

• Working in a team environment with key members and stakeholders.

• Creating training and instructional material for customers or internal personnel.

Skills:

• Basic understanding of a call center environment

• Excellent verbal and written communication skills

• Proficient in speaking, reading, and writing English

• Proven ability to prioritize and multi-task

• Providing performance feedback to others

• Strong critical thinking, analytical, and data entry skills

• Strong familiarity with Microsoft Office Suite